In this article
	Try communicating with your trading partner Working it out in our Resolution Center Timing is important Responding to the correct version of the listing Responding to a case

If you ever have a problem with a sale, eBay is here with resolution guidelines, programs, and services to help you get the best outcome possible.

• Unpaid item cases are handled differently from other Resolution Center cases. Use the unpaid item process if you're a seller whose buyer hasn't paid, or if you're a buyer who's been notified of an unpaid item case.

• If you have a problem regarding Feedback or identity theft, please go to Customer support.

Try communicating with your trading partner

Most problems are best resolved with early and direct communication between the buyer and seller. Contact your trading partner to discuss the issue by phone or email. Review our tips for communicating with your trading partner—they'll help you resolve issues as quickly and easily as possible.

Working it out in the Resolution Center

If you're not able to work things out directly with your trading partner, you can open a case in the Resolution Center. eBay then contacts your trading partner and helps you both discuss, track, and resolve your case.

As a buyer, the Resolution Center will help you when:

• You pay for and receive an item, but it doesn't match what was described in the listing. For example, the listing says it's new but it looks used, or the listing says it's a book, but it's a DVD.

• You pay for an item but don't receive it. You may be covered by the eBay resolution process for your purchase plus original shipping costs.

• If the seller isn't helping you, eBay Customer Support may handle the case and resolve the problem.

As a seller, the Resolution Center will help you when:

• You want to cancel a transaction.

• Note: if you sold an item but haven't received payment, use the unpaid item process.

Timing is important

If someone opens a case with you, it's important to respond quickly and work with your trading partner to resolve the problem. Most issues have a window for when you can open cases, be credited for certain fees, or be eligible for buyer protection. You'll receive this information when you file a case.

If you don't address your trading partner's concerns or don't respond within the time specified, the case could be sent to eBay for review. 

• If you're a seller, you have 7 days to respond to a case for items not received or that don't match the seller's description.

• If you're a buyer, you have 4 days to pay for an unpaid item once you've been notified. If you don't respond, the unpaid item could be recorded on your account, which can lead to restrictions or suspension of your account.

If you've had a problem with your purchase, contact us so we can help.

• You'll need to wait until after the estimated delivery date or 7 days after making payment if you weren't given an estimated delivery date.

• You have up to 45 days after you paid to open a case.

If 7 days have passed, and the seller hasn't responded, you can escalate the case to eBay. eBay will review the case and may give you a refund up to the purchase price plus original shipping. If eBay doesn't hear from you within 30 days of opening the case, the case is automatically closed. Once the case has been closed by you or eBay, it can't be reopened.

If you need to refresh your memory about the item that the case refers to, click the View purchased item link in the Resolution Center.

Important for sellers: If you sell on eBay.co.uk or eBay.de, cases from these buyers may have different timelines and resolution processes. Learn more about responding to cases on international eBay websites.

Responding to the correct version of the listing

It's possible that the seller has listed more than one version of a listing. To make sure that your case is for the correct version, click the View purchased item description link in the Item details box.

Responding to a case